How to Create Powerful Customer Service Guidelines

Does your company should have a clear idea of the qualities that will define your customer service culture? These qualities will help you draft customer service guidelines so each person within your organization understands the importance of serving the customers consistently and with the same high level of service, regardless of their department or rank.

In the July issue of Music & Sound Retailer (vol. 36, no. 7), Will Mason of Mason Music writes about the importance of retailers having an established set of customer service guidelines. Ideally, these guidelines should consist of five to seven statements that define how your employees will treat customers at key points in their shopping journey with your brand.

It’s important to keep the following five elements in mind as you draft your guidelines:

  • They should be easy to remember (short and sweet)
  • They should be fun (rhymes, poems, acronyms, etc.)
  • They should be relevant (only include the most important things to remember when serving guests)
  • They should be clear (can anyone understand them?)
  • They should be original (they should fit your brand and reflect your company culture)

Disney, an organization that has one of the finest levels of customer service of any organization in the world, has an established set of customer service guidelines. Interestingly, these guidelines were inspired by the seven dwarfs from the animated film Snow White. Check them out below:

1 – Be Happy: Make eye contact and be sure to smile.

2 – Be Like Sneezy: Greet and welcome each and every guest. Spread the spirit of hospitality. It’s contagious.

3 – Don’t Be Bashful: Seek out contact with guests.

4 – Be Like Doc: Provide immediate service recovery.

5 – Don’t Be Grumpy: Display appropriate body language at all times.

6 – Be Like Sleepy: Create dreams and preserve the magical guest experience.

7 – Don’t Be Dopey: Thank each and every guest.

As you can see, these guidelines are not only fun and original, but also very relevant and clear. They represent some of Disney’s most iconic characters and they are easy to remember.

Customer service guidelines should be an integral part of your new-hire training. After all, your employees will “replicate” how you train them, so you need to have an establised order to the way you communicate your expectations, standards and guidelines. Furthermore, when these expectations aren’t met, you’ll have a better idea how to communicate your feedback.


Customer service guidelines convey to employees the importance of putting the needs of the customers before their own and that providing genuine and responsive service is everyone’s responsibility.

A clear and simple list of customer guidelines serves as a set of rules—or a path—that, when followed, will empower your employees as well as ensure that customers are satisfied with the service of your company.

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Sherene Funk is the author of the contemporary romance Autumn in Your Arms and two small business e-books. She is a voracious reader who owns more books than she can ever read in this lifetime. A graduate of Brigham Young University, she worked in advertising for many years before moving to her current writing position at Rain Retail Software. She researches non-stop to see what successful retailers do and loves to share what she learns with small business owners.